Accessibility results framework
Many actions listed in Veterans Affairs Canada’s Accessibility Action Plan 2025-2028 will be aligned with a performance indicator allowing us to better track our progress. These performance indicators can be found in the tables below, organized by priority area of the Accessible Canada Act.
Employment
| Barrier | Action | Performance indicator | Desired outcome | Responsible |
|---|---|---|---|---|
| Barrier 1: Under representation | Increase workforce representation of persons with disabilities to meet the workforce availability estimate. | Workforce representation percentage. | Persons with disabilities are adequately represented in VAC workforce. | CFOCS |
| Barrier 1: Under representation | Promote VAC as an inclusive workplace for employees with disabilities. | Number of promotional material/products sent per year. | More people view VAC as an inclusive workplace for persons with disabilities. | CFOCS |
| Barrier 1: Under representation | Review onboarding materials to ensure that they include links on how to obtain accessibility support. | Percentage of onboarding materials that include links on how to obtain accessibility support. | New employees are able to receive ability support in a clear and timely way. | CFOCS |
| Barrier 2: Complex accommodation process | Promote mandatory duty to accommodate training annually. | Number of times mandatory duty to accommodate training is promoted annually. | Managers are aware the training is mandatory and have easy access to it. | CFOCS |
| Barrier 2: Complex accommodation process | Promote the use of the accommodations guide, tools and resources being developed by the Better Accommodation Project. | Number of times these tools are promoted annually. | Managers have a high awareness of the Better Accommodation Project tools and know where to find them. | CFOCS |
| Barrier 3: Manager considerations | Through education and awareness, equip managers to consider operational requirements and accessibility barriers when hiring persons with disabilities. | - | Managers are considering operational requirements and accessibility barriers when hiring persons with disabilities. | CFOCS |
The built environment
| Barrier | Action | Performance indicator | Desired outcome | Responsible |
|---|---|---|---|---|
| Barrier 1: Commemorative displays | The Commemorative Display area in the Daniel J. MacDonald building will be accessible. | - | People can experience the accessible commemorative display at the Daniel J. MacDonald. | CPA |
| Barrier 1: Commemorative displays | CPA will carry out all quick impact projects coming from the accessibility assessments for the Canadian National Vimy Memorial and Beaumont-Hamel Newfoundland Memorial. | Number of quick impact projects that have been completed. | People can experience the accessible Canadian National Vimy Memorial and Beaumont-Hamel Newfoundland Memorial. | CPA, CFOCS |
| Barrier 2: Memorial site parking | Redevelop the Vimy Monument parking lot. | Project delivered and completed. | The parking lot at the Vimy Monument is accessible. | CPA, CFOCS |
| Barrier 3: Installed safety equipment | Review and assess recommendations from a 2025 consultant’s accessibility assessment report. | Number of recommendations from the assessment report reviewed and assessed. | Persons with disabilities do not have accessibility barriers from the installed safety equipment. | CFOCS |
Information and communication technologies (ICT)
| Barrier | Action | Performance indicator | Desired outcome | Responsible |
|---|---|---|---|---|
| Barrier 1: Web applications | Modernize client service delivery systems. | Number of systems that have been modernized. | An increased number of client service delivery systems are modernized and accessible. | CFOCS, SD |
| Barrier 1: Web applications | Improve accessibility in enterprise reporting portals, dashboards and reports. | Number of portals, dashboards and reports reviewed and compliant with accessibility requirements. | Enterprise reporting portals are accessible. | CFOCS |
| Barrier 1: Web applications | Improve accessibility in other existing web apps. | Number of barriers identified and removed. | The web apps are maximized for accessibility. | CFOCS, SD |
| Barrier 1: Web applications | Prevent new barriers in web applications, including citizen-developed applications. Make sure new and updated applications meet CAN/ASC-EN 301 549:2024. | Number of projects and products that meet CAN/ASC-EN 301 549:2024. | New web applications are accessible. | CFOCS, SD |
| Barrier 2: Desktop software | Add an accessibility checkpoint in the existing purchase process of new desktop software. | Percentage of new internal desktop software with an accessibility conformance report or acceptable alternative. | New desktop software are verified for accessibility status prior to being purchased. | CFOCS |
| Barrier 2: Desktop software | Identify barriers in desktop software. | Number of desktop software reviewed for barriers. | Existing desktop software have been assessed for accessibility barriers. | CFOCS |
| Barrier 2: Desktop software | Improve browser accessibility. | Number of accessibility browser extensions made available and communicated. | Browser extensions are assessed and made available for persons with disabilities. | CFOCS |
| Barrier 3: Mobile applications | Assess Post Traumatic Stress Disorder (PTSD) Coach Canada against CAN/ASC-EN 301 549:2024. | Percentage of assessment completed. | PTSD Coach Canada is assessed for accessibly. | CFOCS, SD |
| Barrier 3: Mobile applications | Prevent barriers in new mobile applications. Ensure they meet CAN/ASC-EN 301 549:2024. | - | New mobile applications are accessible. | CFOCS |
| Barrier 4: Artificial intelligence | Address accessibility in AI systems. This will be done by developing an agile policy for addressing accessibility and bias in the design, development, procurement, and use of AI systems. | Progress of documentation towards a final policy. | A policy on AI accessibility that reflects effective standards. | CFOCS |
| Barrier 5: Digital documents | Prevent barriers in new public-facing documents. | Number of digital documents that meet CAN/ASC-EN 301 549:2024. | Public facing documents published after 2028 are barrier-free. | All branches and divisions |
| Barrier 5: Digital documents | Prevent barriers in everyday documents like emails and other electronic documents. | - | Everyday documents used within VAC, like emails and other electronic documents are barrier-free. | All branches and divisions |
| Barrier 6: Transparency | Include accessibility statements in digital products. | Number of digital products covered by an accessibility statement. | The accessibility status for digital products is transparent for users. | CFOCS, CPA, SD |
| Barrier 7: Awareness | Deliver accessibility training to showcase accessibility tools and assistive technologies. | Number of accessibility training sessions delivered annually. | Increase in comfort of using accessibility tools and technologies by employees. | CFOCS |
| Barrier 7: Awareness | Raise awareness of Microsoft accessibility features and barriers in Microsoft tools. | Number of accessibility issues reported and accessibility guides available and shared. | Employees use accessibility features in Microsoft tools. | CFOCS |
| Barrier 7: Awareness | Improve software upgrade communication. This will be done by highlighting changes that might affect accessibility settings and providing guidance on how to restore settings. | Number of software upgrade communication that include instructions for adjusting accessibility settings if needed. | Employees are informed about how upgrades may impact accessibility and know how to restore their settings. | CFOCS |
| Barrier 8: Capacity and capability | Deliver web accessibility training to IT employees. | Percentage of IT employees that have had web accessibility training to cover digital accessibility fundamentals. | IT employees know how to apply digital accessibility fundamentals. | CFOCS, SD |
| Barrier 8: Capacity and capability | Build a culture of document accessibility. | Number of accessible documents found through random spot checks. | The department culture is that documents are accessible. | All branches and divisions |
Communication (other than information and communication technologies)
| Barrier | Action | Performance indicator | Desired outcome | Responsible |
|---|---|---|---|---|
| Barrier 1: Complex language | Improve templated executive services unit-client relations unit letters for accessibility and plain language. | Percentage of templated letters improved for accessibility and plain language. | Templated executive services unit-client relations unit letters are plain and accessible for Veterans and their families. | Corporate secretariat |
| Barrier 2: Naming conventions | PIM will promote and require the use of a common and accessible naming convention for files. | A finalized policy/functional direction document outlining a common and accessible naming convention for files. | The department will have common and accessible naming conventions for files. | CFOCS |
| Barrier 3: Described video | Redevelop and ensure barrier-free interpretation for all displays at The Beaumont-Hamel Newfoundland Memorial. | Number of displays at The Beaumont-Hamel Newfoundland Memorial that have barrier-free interpretation available. | All displays at the Beaumont-Hamel Newfoundland Memorial have barrier-free interpretation. | CPA |
| Barrier 3: Described video | Redevelop and ensure barrier-free interpretation for all displays at the Canadian National Vimy Memorial. | Number of displays at the Canadian National Vimy Memorial that have barrier-free interpretation available. | All displays at the Canadian National Vimy Memorial have barrier-free interpretation available. | CPA |
| Barrier 3: Described video | Ensure barrier-free interpretation for the commemorative displays at the Daniel J. MacDonald building. | Number of commemorative displays at the Daniel J. MacDonald building that have barrier-free interpretation available. | The commemorative display at the Daniel J. MacDonald building is has barrier-free interpretation available. | CPA |
The procurement of goods, services and facilities
| Barrier | Action | Performance indicator | Desired outcome | Responsible |
|---|---|---|---|---|
| Barrier 1: Departmental awareness | Promote awareness of accessibility in procurement. | Number of times awareness of accessibility was promoted in procurement. | Accessibility is considered at the beginning and throughout the procurement process. | CFOCS |
| Barrier 1: Departmental awareness | Support VAC IT by confirming that the IT accessibility check is completed as part of the procurement process of new desktop software. | Percentage of new desktop software requests processed by the Procurement Unit that include confirmation that the IT Accessibility check was completed. | When obtaining a new software, accessibility will be considered at the outset. | CFOCS |
| Barrier 1: Departmental awareness | Share with clients any links to accessibility guidance materials or subject matter experts that are relevant to their procurement requests. | Number of times accessibility considerations are made and guidance materials are shared with clients for procurement requests. | Clients will be well informed and equipped on accessibility requirements at the outset of the procurement process. | CFOCS |
The design and delivery of programs and services
| Barrier | Action | Performance indicator | Desired outcome | Responsible |
|---|---|---|---|---|
| Barrier 1: Client feedback | BPA will add a link to the Accessibility Feedback page and/or feedback instructions on the cover letter that goes with the Client Satisfaction questionnaire. | - | BPA clients will have enhanced access to providing accessibility feedback. | BPA |
| Barrier 2: Disability Benefits application (PEN 923) | Disability Benefits application (PEN 923) steps will be made clear, concise and easy to understand. | Percentage of Disability Benefit clients who submitted an application in the last 12 months that indicate that the application process was easy. | It will be easier for Veterans to understand the Disability Benefits application (PEN 923) process. | SD |
| Barrier 3: Presentation materials | All PIM presentation materials will be reviewed and updated to ensure accessibility. | Number of PIM presentation materials that have been reviewed and made accessible. | PIM presentation materials will be accessible. | CFOCS |
| Barrier 4: Delivery of programs and services | Online training “Making Documents Accessible” will be required for employees. | Completion rate of the Making Documents Accessible (Canada School of Public Service) training by employees. | Employees will be trained and better equipped to make accessible documents. | SD |
| Barrier 4: Delivery of programs and services | Accessibility tips and tricks will be promoted to employees on a regular basis. | Number of times accessibility tips and tricks are promoted to employees. | An increase in accessibility knowledge for employees. | SD |
| Barrier 4: Delivery of programs and services | Accessibility awareness will be part of onboarding new employees. | - | New employees are aware of the importance of accessibility and are familiar with the accessibility tools available to them. | SD |
| Barrier 5: Digital documents for programs and services | New public-facing documents will be reviewed to ensure that they meet accessibility standards. | Number of new public documents that have been reviewed to meet Accessibility Standards. | All new SDPM public-facing documents meet Accessibility Standards. | SD |
| Barrier 5: Digital documents for programs and services | Implementation of the Learning Asset Maintenance effort by the National Learning Unit. | Number of active (not archived) training resources that have been updated or built to include accessibility features. | Learning assets are updated, replaced, or archived/removed as needed. | SD |